DIN EN ISO 18295-2:2017 Edition

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Customer contact centres – Part 2: Requirements for clients using the services of customer contact centres

Published By	Publication Date	Number of Pages
DIN	2017-10	14

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Categories: 03.080.30 - Services for consumers, DIN

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Description

ISO 18295-2 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1. ISO 18295-2 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.

Additional information

Published Code	DIN
Published By	Deutsches Institut für Normung
Publication Date	2017-10
Pages Count	14
Language	Germany
Descriptors	Call centres, Communication, Communication media, Communication systems, Consumer-supplier relations, Customer contact centres, Customer satisfaction, Customers, Definitions, Employees, Enterprises, External, Information processing, Information technology, Internal, Management, Orderer, Performance, Qualifications, Quality assurance, Services, Specification (approval), Telecommunications, Telephone networks, Training, Use
File Size	1.6 MB
ICS Codes	03.080.30 - Services for consumers

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DIN EN ISO 18295-2:2017 Edition

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